Managed Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services

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1 Managed Services Policies and Procedures Guidelines for interacting with MicroStrategy Managed Services

2 1 MANAGED SERVICES POLICIES AND PROCEDURES ENGAGING MANGAGED SERVICES RESOURCES MANAGED SERVICES LIAISONS ON-SITE MANAGED SERVICES CONTACT INTERNET ACCOUNTS CUSTOMER PREPARATION FOR MANAGED SERVICES ON-PREM MANAGED SERVICES MICROSTRATEGY CLOUD MANAGED SERVICES MANAGED SERVICES SUPPORT CASES OTHER POLICIES RENEWAL OF MANAGED SERVICES CUSTOMERS WITH PAST DUE INVOICES PHYSICAL DELIVERY OF PRODUCT MANUALS AND CDS LIMITATIONS OF MANAGED SERVICES SUPPORT THIRD PARTY SOFTWARE UPGRADES CONTACT INFORMATION FOR MANAGED SERVICES SUPPORT... 7

3 1 MANAGED SERVICES POLICIES AND PROCEDURES The MicroStrategy Managed Services team looks forward to working with you. Detailed below are the policies and procedures, which are meant to provide a framework for an effective and productive relationship with our customers. The policy is subject to change at MicroStrategy's sole discretion. Notice of substantial changes to policies and procedures shall be posted to MicroStrategy's website (Managed Services Policies & Procedures) on or about the time such changes are made effective. With MicroStrategy Managed Services, Customers get a dedicated team of certified MicroStrategy resources who provide consulting assistance with the ongoing administrative application maintenance and change management activities for the Customer s selected MicroStrategy environment(s). This is a combination of standard monitoring and maintenance services required to support optimal operations of the MicroStrategy applications. 2 ENGAGING MANGAGED SERVICES RESOURCES To engage Managed Services resources via phone, , or online support, an individual must be a Managed Services Liaison. If an individual seeking support is not a designated Liaison, he/she may access MicroStrategy s Online Customer Resources by obtaining an Internet account. Accounts may be obtained through the Managed Services Liaisons, as outlined below. 2.1 MANAGED SERVICES LIAISONS MicroStrategy Managed Services can work more effectively with your organization by collaborating with a regular set of contacts, identified as Managed Services Liaisons. A Managed Services Liaison is named individual who has been designated by the Customer in their Managed Services agreement as a point- of- contact with MicroStrategy s Managed Services personnel. For Customers with a Managed Services contract, the Managed Services team can designate individuals to serve as Managed Services Liaisons on behalf of the Customer. The Managed Services Liaisons are expected to maintain technical ownership of all administrative tasks and operations as well as any issues escalated into MicroStrategy Technical Support. With regard to Tech Support issues, all case related communications is conducted with and through these named individuals. As part of your Managed Services agreement with MicroStrategy, your package level provides for a set number of Managed Services Liaisons that are authorized to contact MicroStrategy Managed Services. During the course of troubleshooting and researching issues, MicroStrategy Technical Support personnel may make recommendations that require administrative privileges on the MicroStrategy projects or that assume that the designated Managed Services Liaison has a security level that permits them to fully manipulate the MicroStrategy projects and has access to potentially sensitive project data, such as security filter definitions. 2.2 ON-SITE MANAGED SERVICES CONTACT As part of your Microstrategy Managed Services agreement, there will be a MicroStrategy Managed Services Consultant on site and working with your IT group to oversee and managed the MicroStrategy BI platform. The primary access and communication channel for Managed Services Liaison s will be with the on- site Managed Services Consultant. Whenever possible, all communications with MicroStrategy should be directed through your Managed Services consultant assigned to your account. Page 3

4 2.3 INTERNET ACCOUNTS Only Customers with an active subscription to Managed Services may access Online Customer Resources. All Online Customer Resources must be accessed using a MicroStrategy Internet account. Customer contacts may contact their organization s Managed Services Liaison to request an Internet account. Alternatively, they may contact the MicroStrategy managed Services team or MicroStrategy Technical Support directly and provide the name of their referring Managed Services Liaison. It is the Customer s responsibility to notify MicroStrategy of any accounts that should be terminated. 3 CUSTOMER PREPARATION FOR MANAGED SERVICES 3.1 ON-PREM MANAGED SERVICES This section defines customer preparation, responsibilities and obligations that pertain to customer BI environments, managed under the program, that are located on- prem within the licensee s IT datacenter: Licensee will document the production system hardware and software configuration and provide to MicroStrategy in advance of the services commencement date. Documentation to include a comprehensive view of ALL the BI environments (production, test and development environments) within the customer BI environment that will be maintained under this Managed Services agreement. Licensee will provide MicroStrategy with access to all relevant servers, databases, and systems required to support Licensee s MicroStrategy business applications. This will include access to the internet from within the Licensee s BI environment for retrieving additional technical information as well as to maintain relevant access to MicroStrategy corporate systems. Licensee will provide office space and communication facilities for all on- prem Managed Services resources, throughout the duration of the Managed Services support engagement. Communication facilities to include access to phone and outside lines and access to the internet from within the Licensee s environment. Licensee will insure that a licensed copy of Health Center is installed and running in their production environment as part of the Managed Services program. Licensee will provide MicroStrategy with direct access via login accounts to the following: o Direct administrative access to all related MicroStrategy projects and administration tools o Database login access to Licensee MicroStrategy metadata and source data warehouse(s) Licensee will provide access to all current as- built applications, dashboards and reports that are currently deployed in the Licensee s production BI environment, or in development. Licensee will dedicate appropriate technical and non- technical staff resources to support work efforts described in this SOW. Licensee must have an active Technical Support Services agreement in place with MicroStrategy 3.2 MICROSTRATEGY CLOUD MANAGED SERVICES This section defines customer preparation, responsibilities and obligations that pertain to customer BI environments, managed under the program, that are located in the MicroStrategy Cloud: Licensee will document the production system hardware and software configuration and provide to MicroStrategy in advance of the services commencement date. Documentation to include a comprehensive view of ALL the BI environments (production, test and development environments) within the customer BI environment that will be maintained under this Managed Services agreement. Page 4

5 Licensee will provide MicroStrategy with access to all relevant servers, databases, and systems required to support Licensee s MicroStrategy business applications located within the licensee s on- prem datacenters that require access by the MicroStrategy Cloud hosted BI Environment. Licensee will provide office space and communication facilities for all on- prem Managed Services resources, throughout the duration of the Managed Services support engagement. Communication facilities to include access to phone and outside lines and access to the internet from within the Licensee s environment. Licensee will provide access to all current as- built applications, dashboards and reports that are currently deployed in the Licensee s production BI environment, or in development. Licensee will dedicate appropriate technical and non- technical staff resources to support work efforts described in this SOW. Licensee must have an active Technical Support Services agreement in place with MicroStrategy 4 MANAGED SERVICES SUPPORT CASES When a the Customer has an issue they cannot solve on their own or by using any of the standard resources provided, the Customer will contact their MicroStrategy Managed Services team to log a case for the issue. For reference, contact information for MicroStrategy Managed Services is provided in the Contact Information for Managed Services section of this document. For full details on the correct procedure for logging a case, please consult the MicroStrategy Technical Support Policies & Procedures document (.zip, 1.39MB), which provides a framework for effective engagement on support issues. 5 OTHER POLICIES MicroStrategy Managed Services adheres to the following MicroStrategy policies regarding Product Updates, renewal of Services, and Customers with past due invoices. 5.1 RENEWAL OF MANAGED SERVICES To renew or extend an existing Managed Services contract, Customer should contact their assigned Account Manager and Professional Services Director. 5.2 CUSTOMERS WITH PAST DUE INVOICES Managed Services may be discontinued for Customers with past due invoices. Failure to maintain payment schedules could result in deactivation of Service and removal of any onsite resources associated with the Managed Services program. Should services be deactivated due to lapses in term payments, Microstrategy will required full and complete payment of any outstanding terms before services will be restored. Upon receipt of full payment for any outstanding invoices, MicroStrategy will reinstates Managed Services activities. 5.3 PHYSICAL DELIVERY OF PRODUCT MANUALS AND CDS Effective October 1, 2005, Customers are charged a fee when requesting physical delivery of product manuals and CDs. Requests for physical materials through MicroStrategy Technical Support will be forwarded to the Customer's Account Executive for processing. Existing Customers that are current on Technical Support Services can continue to download documentation from the MicroStrategy Technical Support Site (https://support.microstrategy.com/) and software Page 5

6 products from the MicroStrategy Download Site (https://download.microstrategy.com/) without charge. 6 LIMITATIONS OF MANAGED SERVICES SUPPORT There are some limitations to Managed Services Support. 6.1 THIRD PARTY SOFTWARE The MicroStrategy Business Intelligence System depends on multiple third party components to operate properly. These components may include, but are not limited to databases, operating systems, firewalls, web browsers, application servers, web servers, and Java development kits. The MicroStrategy Managed Services team will aid in the deployment of MicroStrategy's platform with these components as part of Customer s Managed Services contract, however we do not provide direct support for third party components. MicroStrategy Managed Services will be available to work with and provide information to the third party vendors. If necessary, MicroStrategy Managed Services team will involve MicroStrategy Tech Support to help provide information to third party vendor. If a defect in third party software causes MicroStrategy software to perform less optimally, MicroStrategy will identify the third party component so that the Customer and/or the Managed Services team may pursue a solution with the correct vendor. 6.2 UPGRADES Upgrades of Microstrategy software can be lengthy and involve many choreographed steps that need to be executed and verified. While the planning and preparation for upgrades are included in the scope of the Managed Services offering, the execution of the upgrade plan is not included. Upgrade teams and scope are external to Managed Services and fall under the prevue of MicroStrategy Professional Services. Contact your Account Executive and Professional Services Director for guidance on how to engage MicroStrategy to help support an upgrade initiative. Page 6

7 7 CONTACT INFORMATION FOR MANAGED SERVICES SUPPORT Customers and Managed Services Liaisons may contact Managed Services in the following ways: North America: Web: https://resource.microstrategy.com/support/ Fax: (703) Phone: (703) Hours: 9 a.m. - 7 p.m. EST, M- F except holidays Asia Pacific: TBD Latin America: TBD Europe, the Middle East, and Africa (EMEA) Web: https://resource.microstrategy.com/support/ Fax: +44 (0) Germany: Poland: (5710 thru 5735) UK: Int l Distributors: +44 (0) Hours: UK: 9 a.m. - 6 p.m. GMT, M- F except holidays Mainland EUR: 9 a.m. - 6 p.m. CET, M- F except holidays If a customer representative is unable to reach a Managed Services contact by phone during these hours, they have the option to send an , fax, log a case via the Online Support Interface, or leave a detailed voice mail. Note that MicroStrategy Technical Support only actively troubleshoots cases during the regular business hours outlined above except in the event of priority level one and priority level two production system cases for customers with a subscription to the Managed Services Enhanced or Managed Services Preferred, or the 24x7 Technical Support option. Refer to the Appendix for more details on 24x7 services. The individual Technical Support Centers are closed on certain public holidays. In North America, these holidays reflect many U.S. national holidays. In Europe, Asia Pacific, and Latin America, these holidays reflect the national public holidays in each country. Page 7

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